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All rights reserved. ii Administration Guide for Cisco Unified Contact Center Management Portal Release 7.5(1) CONTENTS 1 UNIFIED CONTACT CENTER MANAGEMENT PORTAL OVERVIEW ..................................................................................... 8 Operational Overview .................................................................................... 8 2 WEB SERVER ........................................................................... 9 Import a Tenant from the ICM ....................................................................... 9 How does it work? ......................................................................................... 9 Portal Users.................................................................................................... 9 Host Administrator First Steps .................................................................. 10 Configuring Imported Resource Data........................................................ 10 Single Sign-On ............................................................................................. 11 Administrator Account Setup .................................................................. 11 Configuring Management Portal Authentication ..................................... 12 Managing Users with Single Sign-On ..................................................... 13 Creating a Tenant Administrator ................................................................ 13 Assigning Administrator Privileges .......................................................... 14 Using the Agent Password Reset Utility ................................................. 14 3 SYSTEM PROVISIONING ....................................................... 16 Security Management ................................................................................. 16 System Management ................................................................................... 16 4 BULK UPLOAD ....................................................................... 17 Member Attributes ....................................................................................... 17 Editing CSV files .......................................................................................... 17 Template Guide ............................................................................................ 17 Global Template Columns....................................................................... 17 Agent Template ....................................................................................... 19 Folders Template .................................................................................... 20 Agent Desktop Template......................................................................... 20 Agent Team Template............................................................................. 21 Enterprise Skill Group Template ............................................................. 21 Skill Group Template............................................................................... 21 User Variable Template .......................................................................... 22 Administration Guide for Cisco Unified Contact Center Management Portal iii Release 7.5(1) iii Using the Bulk Upload Tool ........................................................................ 22 Data Types .............................................................................................. 23 Agent Security Field Example ................................................................. 23 Reasons for Upload Failure .................................................................... 24 5 AUDIT TRAILS ........................................................................ 25 Audit Histories ............................................................................................. 25 Audit Reports ............................................................................................... 25 6 SYSTEM ARCHITECTURE ..................................................... 27 Web Application........................................................................................... 27 Application Server ....................................................................................... 28 Reporting Services ...................................................................................... 28 Data Import Server ...................................................................................... 28 Resource States........................................................................................... 28 State Descriptions ....................................................................................... 29 Synchronize ............................................................................................ 29 Ready ......................................................................................................29 Error .........................................................................................................30 Delete Pending ........................................................................................ 30 Delete Confirmed .................................................................................... 30 User Interface ............................................................................................... 31 Database Codes ........................................................................................... 31 Memberships................................................................................................ 32 Example Synchronize Microflow ................................................................ 32 State Machine Scenarios ............................................................................ 33 7 SYSTEM OPERATIONS .......................................................... 36 Service Restart Configuration .................................................................... 36 Database Backup and Recovery ................................................................ 36 Changing the Active Importer Server ........................................................ 37 8 CONNECTION MONITORING ................................................. 41 iv Administration Guide for Cisco Unified Contact Center Management Portal Release 7.5(1) Performance Counters ................................................................................ 41 CCMP Data Pipeline object .................................................................... 41 CCMP Application Datasources object ................................................... 42 CCMP Application Monitoring object ...................................................... 42 CCMP Application Server object ............................................................. 42 Event Log Alarms ........................................................................................ 43 9 SNMP CONFIGURATION ........................................................ 44 Stage 1 - Configure the alarm generator ................................................ 44 Stage 2 - Add alarms to the Windows event log ..................................... 44 Stage 3 - Setup the Windows SNMP service ......................................... 44 Alarms Reference ........................................................................................ 45 Alarm Service has Started ...................................................................... 45 Alarm Service has Stopped .................................................................... 45 Customer Script is Online ....................................................................... 45 Customer Script is Offline ....................................................................... 46 Failed Transactions ................................................................................. 46 Timed Out Transactions .......................................................................... 47 Rejected Transactions ............................................................................ 47 Trap Guidelines............................................................................................ 48 10 SysMon ................................................................................... 49 Installing SysMon ........................................................................................ 49 The Configuration File ................................................................................ 49 Configuration ........................................................................................... 49 Alerts .......................................................................................................49 Monitors .................................................................................................. 51 11 INDEX ...................................................................................... 55 Administration Guide for Cisco Unified Contact Center Management Portal v Release 7.5(1) v Preface Purpose This document explains how to adminstrate and provision the Unified Contact Center Management Portal platform. Audience This document is intended for all users of the Unified Contact Center Management Portal, from high-level administrators to team supervisors. The reader needs no technical understanding beyond a basic knowledge of how to use computers. Organization Chapter 1, “Unified Contact Center Management Portal Overview” Provides information on the components that make up the Unified Contact Center Management Portal and the configuration that needs to be done for each. Chapter 2, “Web Server” Explains how to set up the essential users and equipment within the Web Server so that tenant users can use it to view reports and perform administrative tasks upon their own resources, such as importing data from an ICM into a tenant folder. Chapter 3, “System Provisioning” Introduces system security and system management and explains where to find further information. Chapter 4, “Bulk Upload” This chapter details the process required to bulk upload dimension data into the Unified Contact Center Management Portal, the templates used to do so and details on how to understand any upload failure. Chapter 5, “Audit Trails” Describes the audit histories of individual items and the audit report used to measure actions taken upon entities in the Unified Contact Center Management Portal. Chapter 6, "System Architecture" Describes how the system operates, including system architecture, possible resource states and the effects events have on these states. Chapter 7, "System Operations" Describes best practices within the Unified Contact Center Management Portal system, and the management of the Database Servers. Chapter 8, “Provisioning Component Monitoring” vi Administration Guide for Cisco Unified Contact Center Management Portal Release 7.5(1) Explains how to use the Provisioning component monitoring web site for the Unified Contact Center Management Portal Provisioning component. This allows support agents to monitor busy times, capacity statistics, event logs and so on, and provides access to audit reporting for the Unified Contact Center Management Portal. Chapter 9, “SNMP Configuration” Explains how to set up SNMP traps for the Unified Contact Center Management Portal Provisioning component, and describes the traps that it raises. Obtaining Documentation, Obtaining Support, and Security Guidelines For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What‟s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html Administration Guide for Cisco Unified Contact Center Management Portal vii Release 7.5(1) vii 1 UNIFIED CONTACT CENTER MANAGEMENT PORTAL OVERVIEW Operational Overview The Unified Contact Center Management Portal is a suite of server components that simplify the operations and procedures for performing basic administrative functions such as managing agents and equipment, and provide a common, web-based user interface within the entire Cisco IPCC Hosted and Enterprise Editions product set. The Unified Contact Center Management Portal consists of four components: The Database server component, which utilizes an application called the Importer to import enterprise data from different data sources into a Microsoft SQL Server 2005 management information database. The database consists of separate database elements that sit on top of SQL Server and which provide data to different reporting elements: o The RDBMS Database (known as the Datamart) holds the imported enterprise data o The Reporting Services Database imports and processes data from the datamart so that SQL Server Reporting Services can use it to populate reports The Application server component manages security and failover. It manages security by ensuring that users can only view specific folders and folder content as defined by their security login credentials. It verifies that a user is valid and then loads the system configuration that applies to that user. It also manages failover, so if one database server fails, the application can automatically retrieve the required data via an alternative database server The Web server component provides a user interface to the platform that allows users to interact with report data, as well as performing administrative functions The Data Import server component is an Extract, Transform and Load (ETL) server for data warehouses. The Data Import component imports the data used to build reports. It is designed to handle high volume data (facts) such as call detail records as well as data that is rarely changed (dimensions) such as agents, peripherals and skill groups If these components are installed on more than one machine, the Data Import and Database components are normally installed on the Database Server. The Application and Web components are usually installed on the Web Application Server. 8 Administration Guide for Contact Center Management Portal Release 7.5(1) 2 WEB SERVER The Unified Contact Center Management Portal web component is a browser-based management application designed for use by contact center/system administrators, business users and supervisors. The host administrator does not administrate the web component server on a day-today basis, but must set up a tenant administrator user to do so, and a tenant folder in which to put all the tenant‟s resources. Further information on the web server is available from the User Manaul for Unified Contact Center Management Portal Release 7.5(1). Import a Tenant from the ICM All tenant data in the Unified Contact Center Management Portal platform is derived from imported customer definition data on the ICM. All changes to the customer (tenant) data are performed using Cisco‟s Configuration Manager. How does it work? The Unified Contact Center Management Portal maintains a complete data model of the contact center equipment to which it is connected and periodically synchronized. In addition to configuration information, for example agents or skill-groups, the Unified Contact Center Management Portal can optionally record the events logged by the equipment, such as call records for management information and reporting purposes. The Unified Contact Center Management Portal data model and synchronization activity allows for items to be provisioned either through the Unified Contact Center Management Portal's Web interface or from the standard equipment specific user interfaces. Portal Users In regards to the Web component server there are typically a small number of different user types: The host administrator is responsible for the whole platform and therefore has a view across all the equipment and resources The tenant administrator is responsible for the slice of the system assigned to the tenant by the host administrator The tenant user has access only to the resources and tools assigned by the tenant administrator. Several sub-classes of tenant user may be created by the tenant administrator using user groups and roles to achieve their business requirements, for example one type of user may be able to add information notices On a new system the host and tenant administrators perform their respective tasks before the tenant user is given access to the system. These tasks are detailed below. Administration Guide for Contact Center Management Portal Release 7.5(1) 9 9 Host Administrator First Steps The Host administrator is responsible for: Creating a tenant Ensuring that the tenant equipment (peripherals) are correctly located in the tenant folder Creating an administrator user for each tenant Adding them to the administrators group for the tenant and assigning any specific roles Note To map a prefix to a tenant for the importing of ICM data, the user must have host administrator privileges. Configuring Imported Resource Data After the initial data import, resources imported from CallManagers associated with specific tenants will be stored in those tenant folders. Where multiple tenants share a CallManager, resources will be put in the Unallocated folder and the administrator must place these in the appropriate folder. Resources associated with more than one tenant, such as phone types and button templates, should be placed in a subfolder of the Shared folder that should be set to be readable only by users from those tenants. More information on how to manage security in the Management Portal can be found in the User Manual for Cisco Unified Contact Center Management Portal Release 7.5(1). Caution: Resources may not be moved out of tenant folders Prefixes can be used to search through items in the Unallocated folder and identify the specific items to be moved into a selected tenant folder. Note You can only map a prefix to a tenant folder Any single item moved to a folder is excluded from the prefix management import job to prevent it from being automatically moved by the system To view the prefixes in the system that apply to tenant folder data: 1. Click Tools. The Tools page is displayed 2. Click System Manager. The System Manager page is displayed 3. From the Filter drop down list select Tenant. The page refreshes and the tenant folders in the system are displayed as a list 4. Click the properties icon displayed next to the prefix name. To the right of the screen the Update the details for the selected tenant folder section is displayed 5. Click the View Prefixes... link. The prefixes associated with the selected tenant are displayed as a list To create a prefix (add a prefix to a system folder), click the Create Prefix button. The Create a Prefix page is displayed. Perform the following: 10 Administration Guide for Contact Center Management Portal Release 7.5(1) 1. In the Prefix field enter the prefix 2. From the Type drop down list, select the system resource type to which the prefix is to be applied 3. In the Priority field enter a unique numerical value (0 - 9999) 4. Click OK To edit a prefix, click the properties icon displayed next to the prefix name. To the right of the screen the Update the details for the selected tenant section is displayed. 1. You may only modify the name entered in the Prefix field 2. Click OK Note Once a prefix has been created, its type cannot be changed. To assign a priority to a prefix, use the up or down buttons displayed next to the prefix name. The higher the prefix is in the list, the more relevant and useful it is to your data. To delete a prefix, select the tenant folder in the tree whose associated prefixes you wish to view. The prefixes associated with the selected folder are listed. Click the red cross displayed next to the prefix you want to delete. Single Sign-On By default, it is necessary for users to login to the Portal every time they connect. The Portal can, however, be configured to use Single Sign-On (SSO), which allows users to connect without logging in by linking their Portal user accounts with their Windows user accounts. Note Users cannot login via SSO over a proxy connection. Caution Setting up SSO will delete any existing Portal user accounts which are not in domain login format. You will need to set up new Portal user accounts for all existing users. Administrator Account Setup Warning It is vital that a new administrator account be set up correctly as the existing administrator account will be deleted when SSO is configured. 1. Login to the Portal as „administrator‟ 2. In the User Manager, create a user account to be the new administrator account. The login name should be of the form <DOMAIN>\<your domain login>, for example CCMPDOM\jsmith. The password should conform to the password security specified in System Settings, but will never be used 3. Click on the new user and open the Groups tab 4. Click Add to Group 5. Check the checkbox of the Administrators group 6. Close and save Administration Guide for Contact Center Management Portal Release 11 7.5(1) 11 You may now proceed to configure SSO for the Management Portal. Configuring Management Portal Authentication 1. From the location where you installed the Management Portal (this will normally be C:\Program Files \Management Portal), navigate to the Application Server folder 2. Open the XML file Exony.Reporting.Application.Server.exe.config Note Some text editors, such as Wordpad, will not save an XML file correctly, which will cause problems with the Management Portal. Always back up the config file before making changes. 3. Locate the section: <Exony.Reporting.Application.Security.Security> <setting name="Authentication" serializeAs="String"> <value>Portal</value><!--SSO|Portal--> </setting> </Exony.Reporting.Application.Security.Security> and change Portal to SSO <Exony.Reporting.Application.Security.Security> <setting name="Authentication" serializeAs="String"> <value>SSO</value><!--SSO|Portal--> </setting> </Exony.Reporting.Application.Security.Security> 4. Save and close 5. Run services.msc and restart the Management Portal Application Server service 6. Open Internet Information Services (IIS) Manager and select Web Sites > Default Web Site 7. Right-click on Portal and select Properties 8. On the Directory Security tab: Edit… Authentication and access control Ensure that only Integrated Windows authentication is checked. Uncheck any other options, particularly Enable anonymous access (normally found at the top of the window), and click OK 9. On the Custom Errors tab: Select each 401 error in turn and click Edit… Ensure the Message type: is File Ensure the File: is set to the Portal redirect401.htm file which is by default found at C:\Program Files \Management Portal\Web\redirect401.htm 10. Click OK to close the Edit Custom Error Properties window. Leave IIS open, as you will need to restart it when you have finished configuring SSO 12 Administration Guide for Contact Center Management Portal Release 7.5(1) 11. From the location where you installed the Management Portal (this will normally be C:\Program Files\Management Portal), rightclick on the Web folder and click Properties 12. On the Security tab, click Advanced and ensure that the Allow inheritable permissions from the parent to propogate to this object and all child objects option is checked 13. Give Read and Read & Execute properties on the Web directory to all domain users who should have access to the Management Portal Note It may be advisable to create a Portal Users group that future Portal users can be added to to avoid the necessity of performing this step repeatedly 14. Click OK to close the Advanced Security Settings and Web Properties windows 15. Double click on the Web folder and open the web.config file 16. Locate the section: <setting name="AuthenticationProvider" serializeAs="String"> <value>Portal</value><!--SingleSignOn|Portal--> and change Portal to SingleSignOn: <setting name="AuthenticationProvider" serializeAs="String"> <value>SingleSignOn</value><!--SingleSignOn|Portal--> 17. In IIS, right-click on the current machine and select All Tasks > Restart IIS… You will now be able to access the Management Portal from your domain account without logging in. Managing Users with Single Sign-On Once SSO has been set up, all Portal users must be given a Portal login in the form <DOMAIN>\<Windows domain login>. This means that previously-existing Portal user accounts must be recreated in the new format before any users can login. Each time a new user is given a Portal account, that user must either be given Read and Read & Execute properties on the Web directory as described above, or added to a user group that has those permissions. Each new user will also need to add the Portal to their list of trusted sites in Internet Explorer. Creating a Tenant Administrator 1. Click on the Tools link at the top right of the web page to display the Tools page 2. Click on Security Manager, and the Security Manager page is displayed 3. Click on the Users tab to the top left to access the User Browser page. 4. Select the tenant folder and click New Administration Guide for Contact Center Management Portal Release 13 7.5(1) 13 5. Fill in the following fields: In the User Name field enter the name as it will appear in the system for the new user In the Password field enter the password for the new user In the Confirm Password field re-enter the selected password In the First Name and Last Name fields enter the user's details In the Email field enter the email address of the new user In the Description field enter any explanatory text, if required 6. Select the Advanced Mode checkbox and any of the following checkboxes if applicable: The Enabled checkbox to ensure that the user is live in the system. If unchecked the new user is saved in the system but cannot access it The User must change password at next Logon checkbox to prompt the new user to change their password after their first login The Password Never Expires checkbox to assign the password to the new user indefinitely The User cannot change password checkbox to prevent the new user from being able to change their password Note Only the User Name, Password and Confirm Password fields are required. 7. Click OK. You are returned to the User Browser page Assigning Administrator Privileges Now you must give the tenant administrator the permissions necessary to manage the system. This is done by assigning the new user to the administration group that was automatically created when you created the tenant. 1. Click on the properties icon for the administrator user to display the Edit User page 2. Click on the Groups tab to show the available groups Note All users created are automatically assigned to the group <tenant> Users. 3. Select the group <tenant> Administrators. The user‟s permissions are automatically updated so that they can manage users, folders, information notices and folder security within the tenant folder Using the Agent Password Reset Utility Cisco Unified Communications Management Portal 7.5(1) provides a Change Your Agent Password utility from which agents can change their own passwords. This page is reached by navigating to the URL: http://<Portal Web Server>/Portal/agent_manage_password.aspx. You do not need to have a Portal user account to use the Change Your Agent Password page. 14 Administration Guide for Contact Center Management Portal Release 7.5(1) To change a password: 1. Enter the Agent Username. (This is the login name that you use to log into the peripheral). 2. Enter the agents current password. 3. Enter your new password for the agent, and confirm. Note Password changes are subject to a small time delay whilst the they are committed to the Cisco Intelligent Communications Manager. Password Complexity Rules Passwords for agents must conform to the password complexity rules defined in the Cisco Unified Communications Management Portal. The following settings may be configured: Password Format Minimum Password Length Maximum Password Length For more information about changing the password complexity rules in Cisco Unified Communications Management Portal, please refer to the section on Security Settings located in the User Manual. Administration Guide for Contact Center Management Portal Release 15 7.5(1) 15 3 SYSTEM PROVISIONING All system and security management for the Management Portal is performed through the web interface. For further information on how to use the web interface, please see the accompanying User Manual. Most system and security management after the initial setup is performed by individual tenant administrators. Security Management Security Management can be thought of as the process of determining which users can perform which actions in which folders. This involves creating and managing the following entities: Folders The security system used by the Management Portal is based on a hierarchical folder structure where child folders may inherit permissions from their parent. This means that the folder hierarchy should ideally be designed with security requirements in mind Users and Groups Users can be assigned to groups of users with the same security permissions. A number of predefined groups with commonly required permissions are provided Roles and Tasks The actions that can be performed within a folder. Each task is an individual kind of action, such as browsing resources or managing information notices. These tasks are collected together into roles. For example, you could create an Auditor role that included the ability to manage audit reports, browse audit reports, and browse resources, and then assign individual users the ability to perform that role within certain folders Note For each role a user or group is assigned, they must also be assigned an equivalent global role. Removing a global role removes that user‟s ability to perform the corresponding non-global roles anywhere within the system, meaning it is possible to remove permissions in a single click where necessary. The default groups have the correct global permissions preassigned. Security is explained in more detail in the Security Management chapter of the User Manual. System Management The System Manager tool allows the user to create and manage resources and resource folders within a hierarchical folder structure. Users with sufficient security privileges can access and manage the entire contents of the system via the System Manager interface. This lets you remotely configure and administer key aspects of your IPCC system. 16 Administration Guide for Contact Center Management Portal Release 7.5(1) 4 BULK UPLOAD The bulk upload tool is used to import hundreds of resource items into the Unifed Contact Center Management Portal Platform. It is used to generate dimensions such as an Agent or a Skill-Group by filling in dimension attributes using the standard CSV format. All CSV files require headers which dictate where each value goes. To facilitate this the Unifed Contact Center Managemret Portal uses templates. Templates are a CSV file with all the headers set up. There is a Template for every dimension type; for example, one for Agents, one for Skill-Groups, and so forth. Note Templates do not inform you the value type allowed in the field, for example, numeric values. Member Attributes Member attributes such as Peripheral Member or Desk Setting Member can always be removed from the CSV file completely, this means the relationship will never be set in any row in the CSV file. Alternatively you can leave this field blank, so there will be no relationship for that particular row. Editing CSV files You can use Notepad, or any other text-based editor to edit CSV files. Excel also offers support for CSV files so you can edit these in a familiar environment whilst maintaining the integrity of the CSV format. NoteThere are a few known issues with Excel and the CSV format. If you find the CSV is corrupt after editing it in Excel, edit the file in a standard text editor such as Notepad and check the file for missing commas. Template Guide This section runs through every Template and describes the columns included in the Template. For further information about the Data Type column in the tables below see the Data Types on page 23. Global Template Columns These columns are common to every template file. The Required? column in the tables below tells you if you can remove the column should you not wish to set a value. An asterisk indicates that this column cannot support a field that is empty. The Description column tells you if you may leave the field blank. Anything with No in this column must appear in every CSV file otherwise the upload will fail. Administration Guide for Contact Center Management Portal Release 17 7.5(1) 17 COLUMN NAME DATA- REQUIRED? TYPE DESCRIPTION Path Path Describes where in the Tree the dimension will be created. If you wish to supply the path in the bulk upload screen, you must remove this column. No Note If you leave the column present and do not set a value, it will attempt to upload into the Root directory, which is valid for items such as folders, but not for resources such as Agent or Skill Group. Removing the column completely allows you to control the path via the bulk upload control screen. 18 Name SNC Yes* The name of the dimension in the Portal. This must be unique and won‟t ever be provisioned. Description - Yes Describes the dimension being created. This never gets provisioned. Enterprise Name SNC Yes* The name for the dimension being created. This does get provisioned and cannot be omitted. If you leave it blank an Enterprise name is generated for you. Effective From Date No* The date from which the dimension is active from, default is today. Effective To Date No* The date from which the dimension is inactive default is today. Administration Guide for Contact Center Management Portal Release 7.5(1) Agent Template COLUMN NAME DATATYPE REQUIRED? DESCRIPTION Peripheral Member Enterprise Name Yes* The Peripheral to assign this Agent to. Desk Setting Member Enterprise Name No* The Desktop this Agent will use. Agent Team Member Enterprise Name No* The team this agent belongs to. The team must be on the same Peripheral otherwise provisioning will fail. This column may also be subject to capacity limitations. For example, there may only be so many agents allowed in a team and that team has already reached its capacity. Portal Login - No This column is a placeholder for a future feature and cannot be used yet. It is recommended that you remove it before uploading. First Name SNC Yes* The first name of the agent. Last Name SNC Yes* The last name of the agent. Login Name SNC Yes* The peripheral login name for the agent. Pass Phrase Password Yes The peripheral login password for the agent. Supervisor Boolean No Indicates whether the agent is a supervisor. This won‟t create a Portal user, as this is a future feature, however it enables you to bind this agent to a domain login name. Peripheral Number Numeric Yes* The service number as known at the peripheral, note that you cannot leave this field empty. Agent State Trace Y/N No Indicates whether the software collects agent state trace data for the agent. Administration Guide for Contact Center Management Portal Release 19 7.5(1) 19 Domain Login Name NETBIO S Login Name No - if Agent is not a supervisor The login name for the domain user the agent is bound to. This is only relevant if the Supervisor field is set to TRUE. Example: DOMAIN\USERNAME Domain User Name NETBIO S Username No - if Agent is not a supervisor The username of the domain user. So for the Login-name: DOMAIN\USERNAME, the Username is simply USERNAME. Folders Template COLUMN NAME DATATYPE REQUIRED? DESCRIPTION Security CSS Styled List No Allows you to set security on the folder you upload. To see an example, see Incorrect Data type Example on page 23. Agent Desktop Template COLUMN NAME DATATYPE REQUIRED? DESCRIPTION Wrap up Incoming Mode Numeric Yes * Indicates whether the agent is allowed or required to enter wrap-up data after an inbound call. 0= Required 1 = Optional 2= Not allowed Wrap up Outgoing Mode Numeric Yes * Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call. 0= Required 1 = Optional 2= Not allowed Wrap-up Time 20 Numeric Yes* The amount of time in seconds (1-7200) allocated to an agent to wrap up the call Administration Guide for Contact Center Management Portal Release 7.5(1) Remote Agent Type Numeric Yes * Even though this field is mandatory, it is not actually used until version 7.2 of ICM, see the ICM documentation for more details. Agent Team Template COLUMN NAME DATATYPE REQUIRED? DESCRIPTION Peripheral Member Enterprise Name Yes * Same as Agent Peripheral Member. Dialed Number Member Enterprise Name No The dialed number to use for this Agent team. Enterprise Skill Group Template This does not contain any dimension specific columns. Skill Group Template COLUMN NAME DATATYPE REQUIRED? DESCRIPTION Peripheral Member Enterprise Name Yes * Same as Agent Peripheral Member. Peripheral Number Numeric Yes * Same as Agent Peripheral Number. Peripheral Name SNC No * The name of the Peripheral as it is known on the site. Available Hold-Off Delay Numeric No The value for this Skill Group instead of using the one associated with this peripheral. IPTA Y/N No Indicates whether the ICM picks the agent. Service Level Threshold Numeric No The service level threshold, in seconds, for the service level. If this field is negative, the value of the Service Level Threshold field in the Peripheral table is used. Administration Guide for Contact Center Management Portal Release 21 7.5(1) 21 Service Level Type Numeric No For Non-IPCC Enterprise, indicates how the ICM software calculates the service level for the service. See the ICM documentation to determine value meanings. Valid Values are 0, 1, 2 or 3. Default Entry Numeric No Normal entries are 0 (zero). Any records with a value greater than 0 are considered a default skill group for configuration purposes. Records having a value of 1 are used by OPC as the default target skill group. Extension Numeric Yes * The extension number for the service (used by Lucent DEFINITY ECS). User Variable Template This does not contain any dimension specific columns. Using the Bulk Upload Tool To use the bulk upload tool, perform the following: Open the System Management page, select the required tenant, click on Upload and then select the item types you want to bulk upload from the drop down list. The Bulk Upload Control page is displayed. Note This path will only be used if you have removed the Path column in the CSV file. This is not relevant for folders as the path option is not available. Firstly select a template for your chosen dimension. The template link is present in the horizontal toolbar near the top of the page. Once selected, a download box is presented allowing you to save this CSV file onto your machine. Once saved you can open it in the editor you require and begin to enter your data or paste it from another source. Return to the Bulk Upload Control page and make sure the path is set correctly. Browse to the CSV file you have just entered the data into. Click Upload. A progress bar at the bottom of the screen displays the upload progress. Note Do NOT upload more than 500 items per CSV file. 22 Administration Guide for Contact Center Management Portal Release 7.5(1) If something goes wrong, pause the upload and check why an item failed. For further information about how an upload can fail, please see the Reasons for Upload Failure on page 24. If the upload tool encounters a problem that affects all rows and not just the current one, an alert box appears that describes the problem‟s description and will return you back to the Bulk Upload Control page. Once every row has been processed a summary dialog appears to inform you of how many rows failed and how many passed. Please note this dialog does not give you the result of provisioning these items; only the result of uploading the items into the Unifed Contact CenterManagement Portal system. Data Types The following data types are used: SNC means Standard Naming Convention and is the same as the UI allows in the name fields on the provisioning pages. That is, alphanumeric characters, no exclamation mark or hyphens, and so on BOOLEAN means one of the following values: TRUE FALSE Empty field. Leaving these fields empty defaults the field to FALSE Y/N is similar to Boolean however it can only contain the values Y or N Date format is the universal date format <Year>-<Month>-<Day> for example 2006-08-30 Any Data Type marked with a hyphen (-) means that there are no constraints on what you can put in the field (except for the constraints imposed by the native CSV format) Incorrect Data Type example It is vital to make sure that the values you place in the template are of a valid data-type. In the example below, an alphabetic data type has been used instead of a numeric one for a single field. Name,Description,PortalLogin,FirstName,LastName,LoginName,Peripheral Number,BadAgent,imported agent,bada,bada,bada,bada,p Note Some required columns have been omitted for the sake of simplicity. This produces the following error: System.invalidCastException: The Peripheral Number is not numeric Agent Security Field Example Dos-styled Syntax Example: <USERORGROUPNAME>:<ROLENAME>;<USERORGROUPNAME>:<ROLENAME>[:<MULTIPLE ROLENAMES>] Administration Guide for Contact Center Management Portal Release 23 7.5(1) 23 This is an example of what can be put into the Security field in the agent CSV file. // #1 a single user with a single role Administrator:Tenant User // #2 a single user with more than one role Administrator:Tenant User:Tenant Supervisor // #3 multiple users Administrator:Tenant User:Tenant Supervisor;User1:Tenant User Users are separated by semicolons, and the user and roles are separated by colons. This is very similar to the CSS syntax with the exception that a user or group can have multiple roles rather than one value. Reasons for Upload Failure The table below details the causes as to why an upload can fail. 24 EXCEPTION TYPE REASON No Capacity Left The capacity limit has been reached. Enterprise Name Already Exists The enterprise name already exists. Login Name Already Exists The peripheral login name already exists. SQL Exception The SQL error during upload, usually due to bad data. Argument Exception An attribute contains a bad value. It is usually an exception because you have an empty string in the Path column when attempting to upload items which cannot live in the Root folder. Security Exception You do not have security permissions to upload to here. Format Exception Invalid data in a column. No Identity Available Identity not available. Administration Guide for Contact Center Management Portal Release 7.5(1) 5 AUDIT TRAILS The Unified Contact Center Management Portal enables provisioning users to view the audit histories of individual items. Users with sufficient privileges can run an audit report on the Unified Contact Center Management Portal platform itself. These audit trails display events that relate to operations that have been performed within the platform, such as move agent, delete skill group and so forth. Audit Histories Each individual resource has its own audit history, showing all the events that have occurred on that resource. This can be accessed from the History tab when examining the resource in the System Manager. The Edit Filter link allows you to choose to view only those events which were successful, or those events which failed, or to select events that took place between certain dates. Some events are links; click on these to open up a table showing details of the event. Finally, by clicking the icon associated with certain events, you can switch to viewing the other item involved. Audit Reports Audit reports are viewed from the Reporting tool. Setting up Audit Reporting Audit reports are uploaded as part of the installation and commissioning of the Management Portal. Before an audit report can be viewed, however, it is necessary to set up at least one parameter set. Parameter Sets Parameter sets determine what data is displayed. For example, a report parameter that is a single tenant will produce a report that displays only data associated with that tenant. Parameter sets should not be confused with report parameters, which are set at the time of viewing the report and determine which parameter set is used and how the report is laid out. To create a parameter set: 1. Click Reports to open the Reporting tool 2. Click the Parameter Sets option. The Parameter Sets page will be displayed 3. Select a folder. All the parameter sets for the selected folder will be displayed 4. Click on New to display the Create a new parameter set page 5. Select the item type to view from the Item type drop down list Administration Guide for Contact Center Management Portal Release 25 7.5(1) 25 6. Click Create Parameter Set 7. From the Folders tab, select the folder containing the resources, and choose whether you will be adding items in subfolders as well 8. From the Resources tab, select the resources. You may choose to see resources only from the folder you have selected, or from its sub folders also 9. Click Add to add the specified resources to the parameter set 10. You may also remove resources from the parameter set by checking them and clicking Remove 11. Select the Save As option 12. In the Name field enter a name for the new report (parameter set) 13. Click OK Vewing an Audit Report More information on viewing reports is available in the User Manual. There are a number of audit reports available for use within the Management Portal. These are: 26 Audit Data Report This report shows every provisioning change that has occurred within the system during the specified time period. This includes the name of the resource, the name of the user who made the edit, and whether the change was successful Daily Audit Summary This summarizes the changes made to resources during the day, showing the percentage and total of successful and failed changes at different times for individual items Weekly Audit Summary This summarizes the changes made to resources during the last week, showing the percentage and total of successful and failed changes on different days for individual items Monthly Audit Summary This summarizes the changes made to resources during the last month, showing the percentage and total of successful and failed changes on different days for individual items Monitor Report This shows the current state of the Portal‟s connections, essentially providing system monitoring (see Chapter 8 on page 41) through the web interface Administration Guide for Contact Center Management Portal Release 7.5(1) 6 SYSTEM ARCHITECTURE The Unified Contact Center Management Portal system architecture is shown below. The top half of the diagram is a traditional three tier application. This includes a presentation layer (an ASP.NET web application), a business logic application server and a SQL Server 2000 database. The lower half of the system architecture is a process orchestration and systems integration layer called the Data Import Server. Web Application The user interface to the Unified Contact Center Management Portal is via a web application that is accessed by a web browser (Microsoft Internet Explorer). Access to the Unified Contact Center Management Portal application is gained through a secure login screen. Every user has a unique user name. This user name is assigned privileges by the system administrator, which define the system functions the user can access and perform. Administration Guide for Contact Center Management Portal Release 27 7.5(1) 27 The user interface is time-zone aware and connections to it are secured through HTTPS. The web application is hosted on the server by Microsoft Internet Information Services (IIS) and so is suitable for lockdown in secure environments. Application Server The Unified Contact Center Management Portal Application Server component provides a secure layer in which all business logic is implemented. The application server component runs in a separate service and is always hosted with the web server component. The application server component also includes caching to improve performance and audits all actions taken by logged in users. Reporting Services The Unified Contact Center Management Portal utilizes Microsoft Reporting Services technology for generating reports. Microsoft Reporting Services is an integral part of SQL Server Enterprise Edition. The Unified Contact Center Management Portal provides a flexible reporting system in which reports are authored in the industry standard Report Definition Language (RDL). Data Import Server The Data Import Server component is an Extract, Transform and Load application for the Unified Contact Center Management Portal. The Data Import Server component imports the data used in the Unified Contact Center Management Portal. It is designed to handle high volume data (facts), such as call detail records as well as data which is changed irregularly (resources), such as agents, peripherals and skill groups. The Data Import Server component is also responsible for monitoring changes in the Unified Contact Center Management Portal system and ensuring that those changes are updated onto the Cisco ICM and CallManager. The Data Import Server component orchestrates the creation, deletion and update of resources to the Cisco ICM and CallManager. The Microflow Runtime is the heart of the Data Import Server component. It orchestrates systems without resorting to low level programming languages. The Microflow Runtime is a general purpose scripting environment and can be applied to a wide range of problems. The term microflow describes any modular, reusable and independent unit of business logic. An example microflow might update an agent on the Cisco ICM when changes are made in the Unified Contact Center Management Portal web server component. Resource States A resource is any kind of entity on the Cisco ICM or CICM and CallManager, for example agents, teams, skill groups and phones. All the resources in the Unified Contact Center Management Portal participate in 28 Administration Guide for Contact Center Management Portal Release 7.5(1) a state machine. A state machine is a collection of states which a resource will progress through during its lifetime. It is important to understand the state machine when trouble shooting problems in the Unified Contact Center Management Portal. The states are shown below: State Descriptions Synchronize Synchronize is the initial state for all dimension items created through the Unified Contact Center Management Portal. It is also the initial state for any dimension item that is created by the importer. This ensures that dimension items created on an external system, such as a CICM, are provisioned on all other systems controlled by the Unified Contact Center Management Portal, such as the CallManager. Each dimension type (agent, tenant, skill group and so forth) has a separate idempotent Synchronize microflow. (By idempotent it is meant that no matter how many times the microflow is launched, conflicts or errors will not be generated as a result). The role of the Synchronize microflow is to bring all externally controlled systems in line with the Unified Contact Center Management Portal database. When a dimension item is in the Synchronize state, no updates are accepted from importer microflows, with the exception that the item may be changed to the Delete Pending state. This business logic ensures that the Unified Contact Center Management Portal database acts as conflict master. Ready Ready is the normal state of a dimension item in the Unified Contact Center Management Portal database. It indicates that the dimension item has been fully provisioned on all the external systems controlled by the Unified Contact Center Management Portal. If the user interface edits a dimension item then it is changed to the Synchronize state. If an importer microflow updates a dimension item Administration Guide for Contact Center Management Portal Release 29 7.5(1) 29 (perhaps the agent‟s name was changed on the source system) then it also changes to the Synchronize state. Error The Error state signals that an error has occurred while provisioning a dimension item. There are two methods to resolve the error state of a dimension item. The first is to delete the dimension item either through the Unified Contact Center Management Portal user interface, or in an external system. In both cases the state of the dimension item is changed to Delete Pending. Note that if the dimension item is deleted on an externally controlled system then it is the importer microflow that changes the dimension item to the Delete Pending state. The second is to edit the dimension item in the Unified Contact Center Management Portal user interface, which changes the state to Synchronize. Delete Pending This state signals that the dimension item is to be deleted from all external systems. The DELETED flag and EFFECTIVE_TO fields on the dimension item row in the TB_DIM_ITEM table must be set in the transition to this state. User interface operations are not allowed on a dimension item which is Delete Pending – editing in particular. Once it has been changed to Delete Confirmed then the dimension item can be reactivated. Each dimension type (agent, tenant, skill group and so forth) has a separate idempotent Delete Pending microflow. (Idempotent means that no matter how many times the microflow is launched, conflicts or errors will not be generated as a result). The role of the Delete Pending microflow is to delete the item from all externally controlled systems. Once all the changes have been made, the dimension item is changed to the Delete Confirmed state. The underlying delete business functions in the Unified Contact Center Management Portal ConAPI (ICM) and CallManager connectors always check to see if the dimension item is valid before starting a delete operation. Delete Confirmed A dimension item changes to the Delete Confirmed state once it has been deleted from all externally controlled systems. The Delete Pending microflow runtime ensures all externally controlled systems are updated before the transition occurs. The microflow must also ensure any memberships are reset, for example the deletion of an agent may first require it to be removed from any agent teams. The only action allowed in the Delete Confirmed state is to reactivate the dimension item (reactivating dimensions such as agents is a particularly 30 Administration Guide for Contact Center Management Portal Release 7.5(1) powerful feature in the user interface) which returns it to the Synchronize state ready for provisioning. The DELETED flag and EFFECTIVE_TO fields on the dimension item row in the TB_DIM_ITEM table must also be reset as part of the reactivate transition. User Interface The user interface can only edit dimension items which are in the Error and Ready states. Dimension items in the Synchronize and Delete Pending states cannot be edited until the system has processed the dimension item. There are a number of exceptions to this rule where effective dates can still be changed in the Synchronize state. The Error state is particularly important as it catches all the dimension items that could not be provisioned. The normal use of the Error state is to hold resources that need to be edited before being provisioned again (by changing them to the Synchronize state). Database Codes The dimension state field in the TB_DIM_ITEM table uses the following codes: Code State Description R Ready Ready is the normal state of a dimension item in the Unified Contact Center Management Portal database. It indicates that the dimension item has been fully provisioned on all externally controlled systems. S Synchronize Synchronize is the initial state for all dimension items created through Unified Contact Center Management Portal. P Delete Pending The Delete Pending state signals the dimension item is to be deleted from all externally controlled systems. The EFFECTIVE_TO and DELETED fields are also set in the TB_DIM_ITEM table. D Delete Confirmed A dimension item transitions to the Delete Confirmed state once it has been deleted from all externally controlled systems. Administration Guide for Contact Center Management Portal Release 31 7.5(1) 31 E Error The Error state signals an error occurred provisioning a dimension item. Memberships Memberships in the Unified Contact Center Management Portal database also have effective dating and a status. The Synchronize microflows ensure that changes to memberships are reflected on any externally controlled system. The state of a dimension item shows whether it has been provisioned on all external systems (for example, whether an agent has been added to an ICM). The state also reflects whether all its memberships are up to date and fully provisioned. This approach makes it easy in the user interface to show an item‟s state. Example Synchronize Microflow The following steps illustrate the function of a Synchronize microflow: 1. A new tenant is created through the Unified Contact Center Management Portal user interface. This creates a new row in the TB_DIM_ITEM table and the derived dimension table (for tenants this derived table is called TB_DIM_TENANT). 2. The creation of a tenant also triggers the creation of a range of additional tenant specific entities in the Unified Contact Center Management Portal database. Examples include a tenant specific folder, and default tenant user / administrator groups. However, these additional entities are not central to explanation of this life cycle. 3. The state of the new tenant is Synchronize. 4. The provisioning system runs periodically. Each dimension type (agent, tenant, skill group and so forth) has its own Synchronize microflow. The tenant Synchronize microflow is run by the Unified Contact Center Management Portal Data Import component and picks up the new tenant through a SQL query against the Unified Contact Center Management Portal database. 5. The Synchronize microflow creates a new customer definition on the required ICM or CICM instance. The customer definition is created through the Gateway ConAPI connector. The resulting CustomerDefinitionID primary key allocated by ConAPI is stored in the TB_DIM_ITEM_PKEY table for that ICM/CICM instance‟s CLUSTER_RESOURCE identifier. 6. The Synchronize microflow then uses the Unified Contact Center Management Portal CallManager connector to create a new Calling Search Space. The microflow also creates a new dimension in the Unified Contact Center Management Portal TB_DIM_CALLING_SEARCH_SPACE table. The Calling Search Space‟s GUID is stored in the TB_DIM_ITEM_PKEY table for that CallManager‟s CLUSTER_RESOURCE identifier. 32 Administration Guide for Contact Center Management Portal Release 7.5(1) 7. Route Partitions are then created in the CallManager. The microflow ensures new dimensions are added to the TB_DIM_ROUTE_PARTITION table as necessary. The Calling Search Space and Route Partitions are joined up in the CallManager and members are created in the Unified Contact Center Management Portal membership table: TB_DIM_ROUTE_PARTITION_ CALLING_SEARCH_SPACE_MEMBER Note The Portal connectors check to see if a resource already exists on an externally controlled system before attempting to create it. This is not always possible but generally avoids duplicate resources after server crashes. If a resource already exists on an externally controlled system, then the Gateway connector just looks up and returns the primary key for that resource. 8. The tenant is now updated by the microflow to the Ready state State Machine Scenarios The following table explores the state machine through some user case scenarios. Scenario Expected Result Dimension item is created and provisioned (transitioning it to the Ready state). It is then deleted from one of the externally controlled systems. Dimension item is transitioned to the Delete Pending state in the Unified Contact Center Management Portal. Dimension item in the Delete Pending state is deleted from a different external system. Dimension item is left in the Delete Pending state. Dimension item in the Delete Pending state is reactivated on an externally controlled system. Dimension item is left in the Delete Pending state and will be deleted on all externally controlled systems Dimension item in the Delete Confirmed state is reactivated on an external system. Dimension item is left in the Delete Confirmed state. Reactivation is only possible through the Unified Contact Center Management Portal system. Administration Guide for Contact Center Management Portal Release 33 7.5(1) 33 34 Scenario Expected Result Dimension item fails to provision correctly; perhaps there is a network connectivity issue between the Unified Contact Center Management Portal and the CallManager. Dimension item is transitioned to the Error state. Any systems it was correctly provisioned on are reflected in the Unified Contact Center Management Portal database. Details of the provisioning problem are available in the audit tables. Dimension item fails to provision correctly and is then deleted in the Unified Contact Center Management Portal system. Dimension item is transitioned to the Delete Pending state in the Unified Contact Center Management Portal. Dimension item partially fails to provision correctly and is then deleted in an externally controlled system. Dimension item is transitioned to the Delete Pending state in the Unified Contact Center Management Portal. Dimension item in the Error state is deleted from an externally controlled system. Dimension item is transitioned to the Delete Pending state in the Unified Contact Center Management Portal. The Unified Contact Center Management Portal server suffers a total database crash and has to be restored from backup. Support technician uses the Recovery Console to change the state of all non-deleted dimension items to Synchronize. The synchronization may take some time to run but ensures all externally controlled systems are in line with the Unified Contact Center Management Portal database. Any dimension items reactivated since the backup was taken have to be manually reprocessed. The Unified Contact Center Management Portal fact table importer creates a new dimension item. Dimension item is created in the Synchronize state so that all externally controlled systems are brought in line. Administration Guide for Contact Center Management Portal Release 7.5(1) Scenario Expected Result Just prior to a server crash, a dimension item was created on an externally controlled system but was not updated in the Unified Contact Center Management Portal database. The next time the Synchronize microflow runs, it brings back the existing primary key for the dimension item on the externally controlled system and updates its identity in the Unified Contact Center Management Portal database table TB_DIM_ITEM_PKEY. Administration Guide for Contact Center Management Portal Release 35 7.5(1) 35 7 SYSTEM OPERATIONS Service Restart Configuration It is recommended that you configure the services for automatic restart on failure. Database Backup and Recovery The Data Import Server component has a configuration attribute to stop it processing microflows at a specified time of the day. This allows the Data Import Server component service to be left running even though microflows are not being processed. The advantage of this approach is that health monitoring applications will not raise alerts, such as SNMP traps, because the service is up and running. Disabling the Data Import Server can be used to stop importing when SQL Server backups are taken. It is not recommended to allow backups at the same time as data is being imported because the database does not have a consistent state. Database backups are typically automated and run at a predefined time of the day. 36 Administration Guide for Contact Center Management Portal Release 7.5(1) The Data Import Server is enabled through the EnabledTime attribute in the Data Import Server service configuration file (ProvisioningService.exe.config). In the example below, the Data Import Server processes microflows from 3:00 through to 2:00 (24 hour clock). This effectively disables the Data Import Server for an hour at 2am. Note that an import cycle could start just before 2:00 and so may still be running after 2:00. <configuration> <appSettings> <add key=”EnabledTime” value=”03:00-02:00” /> </appSettings> </configuration> Changing the Active Importer Server In a distributed deployment of the Unified Contact Center Management Portal, only one database server can be the active importer. Changing the active importer to an alternate side is a manual process. Within this set of steps, the active side is taken to mean the active importer/publisher before the switch (database A in the diagram below). If you need to check which machine is the current importer/publisher, the following SQL query returns the current active importer: SELECT TOP 1 server.SERVER_NAME FROM TB_CLU_GROUP grp JOIN TB_CLU_SERVER server ON server.SERVER_ID = grp.SERVER_ID WHERE grp.SERVER_ID IS NOT NULL Administration Guide for Contact Center Management Portal Release 37 7.5(1) 37 1. On the active importer open SQL Server Query Analyzer and connect to the Unified Contact Center Management Portal database. Run the following query and paste the results into a text file. You will need these results to complete step five. SELECT GROUP_ID FROM TB_CLU_GROUP WHERE SERVER_ID IS NOT NULL The results should look something like: C617D006-8A1B-44F2-BB1B-592BA9FA3958 98DC97B7-E519-41AF-893C-580D94ACEE4F 17C25CA8-E257-4929-ABD8-1AB443534102 F648492C-9AC1-4B89-98AD-9F5FBF20CC35 D562A378-8EBE-4A41-9A34-E8B0F126CBA5 2. Then run the following SQL query: UPDATE TB_CLU_GROUP SET SERVER_ID = NULL 3. Before taking the Data Import component server down, wait for the current import cycle to complete and replication to complete synchronization. You need to wait until there are no folders in the \IMPORTER\ToReplicate folder on the publisher and \IMPORTER\Replicated on the subscriber. This indicates that the importer has finished its current cycle and replicated the facts on to the other side. Note that this may take a while during busy periods. At this stage the current database server is no longer the active importer. The Data Import Server continues to run after this update and completes the current import cycle but it will not begin a new import cycle. 38 Administration Guide for Contact Center Management Portal Release 7.5(1) Note that system stabilization cannot occur unless SQL Server and the Unified Contact Center Management Portal Replication services are running correctly. During the stabilization the Data Import Server and Replication services must both be left running on all servers. 4. Once the system has stabilized, stop the Data Import Server and the Unified Contact Center Management Portal Replication services on both sides. Open Replication.xml on the Publisher/active importer side and comment the following line: <Subscriber Name=”RemoteSubscriber” Address=”INACTIVE_SERVER_NAME “ Port=”7500”/> This file can be found in the Config folder in the Data Import component server installation. Open the same file on the inactive side and modify the same line to point to the active server (you may need to uncomment the line). <Subscriber Name=”RemoteSubscriber” Address=”ACTIVE_SERVER_NAME” Port=”7500”/> 5. Again, using SQL Query Analyzer run the following query against the Unified Contact Center Management Portal database (this can be done on either database server). SELECT SERVER_ID,SERVER_NAME FROM TB_CLU_SERVER The results should look something like: 276824E5-F4BA-4E4C-A565-7F190A365EE1 43CA649D-F72B-49E3-B787-AC1966543617 3639C7E0-E059-4D04-B1AC-5336840664D2 XWEBTEST 10.10.10.10 10.10.10.11 Make a note of the SERVER_ID for the server you wish to set as the active importer. For example, XWEBTEST has a SERVER_ID of 276824E5-F4BA-4E4C-A565-7F190A365EE1. Using the GROUP_ID result set shown earlier and the SERVER_ID just obtained, adapt the following query. Administration Guide for Contact Center Management Portal Release 39 7.5(1) 39 UPDATE TB_CLU_GROUP SET SERVER_ID = „<NEW_ACTIVE_IMPORTER_SERVER_ID>‟ WHERE GROUP_ID IN („<GROUP_ID_FROM_EARLIER>‟, „<GROUP_ID_FROM_ EARLIER >‟, „<GROUP_ID_FROM_ EARLIER >‟, „<GROUP_ID_FROM_ EARLIER >‟, „<GROUP_ID_FROM_ EARLIER >‟) Example using the GROUP_ID result set shown earlier: UPDATE TB_CLU_GROUP SET SERVER_ID = „7707C4EF-F58A-412C-9BA8-1A108409B379‟ WHERE GROUP_ID IN („C617D006-8A1B-44F2-BB1B-592BA9FA3958‟, „98DC97B7-E519-41AF-893C-580D94ACEE4F‟, „17C25CA8-E257-4929-ABD8-1AB443534102‟, „F648492C-9AC1-4B89-98AD-9F5FBF20CC35‟, „D562A378-8EBE-4A41-9A34-E8B0F126CBA5‟) 6. Start the Data Import Server service on both sides. Start the Unified Contact Center Management Portal Replication Subscriber and Publisher Service on both servers. The system will then start importing on the other side as normal. Assuming that the SQL Server and Unified Contact Center Management Portal Replication services have been configured correctly, the imported data should start being replicated. The SQL Server Replication Monitor Manager can help verify this. The Replicated folder on the original server should also show data arriving from the new active importer. 40 Administration Guide for Contact Center Management Portal Release 7.5(1) 8 CONNECTION MONITORING The status of the connections used by the Management Portal can be monitored using the Management Portal‟s Configuration Manager. Open this by clicking Start > All Programs > Management Portal > Data Import Server > Configuration Manager. Click the Connection Manager button and open the Connections tab. From here, you can edit connection details and attempt to repair failing connections. Note The monitor automatically refreshes every few seconds. Performance Counters The Management Portal integrates with Windows performance counters (accessed by running the perfmon command) to provide real time activity monitoring. Portal appears as up to five separate objects in perfmon, each with a number of associated performance counters. The perfmon graph can combine many different performance counters. Furthermore, perfmon can be configured to trace specific counters at scheduled times of the day. These performance logs can then be exported to Excel for further analysis. Perfmon can also connect to remote computers, if necessary. For information on how to use and configure perfmon, see the Microsoft documentation on Performance Logs and Alerts. You can also monitor performance counters using SysMon (see chapter 10) CCMP Data Pipeline object COUNTER MONITORS Total Cache Reloads Number of times a cache has been reloaded Total Database Downloads Total number of database downloads Total Database Requests Total number of database requests Total Database Statements Total number of TSQL statements Total Database Transactions Total number of database transactions Total Directory Rollbacks Total number of import directories rolled back Total Microflow Validation Errors Total number of microflows that have failed validation testing Total Microflows Run Total number of microflows run Total Number Imports Total number of imports started Administration Guide for Contact Center Management Portal Release 41 7.5(1) 41 COUNTER MONITORS Total Replication Imports Total number of directories imported on the Subscriber Total Replication Publisher Requests Total number of directories sent for replication Total Rows Imported Total number of rows imported CCMP Application Datasources object COUNTER MONITORS <CICM AWDB server>\Health Current datasource health score <OLAP server>\Health Current datasource health score <RDBMS server>\Health Current datasource health score <Reporting Services server>\Health Current datasource health score CCMP Application Monitoring object COUNTER MONITORS Connection Requests/Second Connection requests processed per second Connection Requests/Total Total connection requests processed CCMP Application Server object 42 COUNTER MONITORS Application Requests/Second Application requests processed per second Application Requests/Total Total application requests processed Available IO Threads The difference between the maximum number of thread pool IO threads and the number currently active Available Worker Threads The difference between the maximum number of thread pool worker threads and the number currently active Max IO Threads The number of requests to the thread pool that can be active at the same time. All requests above that number remain queued until thread pool IO threads become active. Administration Guide for Contact Center Management Portal Release 7.5(1) COUNTER MONITORS Max Worker Threads The number of requests to the thread pool that can be active at the same time. All requests above that number remain queued until thread pool worker threads become active. Min IO Threads The minimum number of idle asynchronous IO threads currently maintained by the thread pool. Min Worker Threads The minimum number of idle worker threads currently maintained by the thread pool. Total Failed Logons Total number of failed logons Total Failed Logons/Second Total number of failed logons per second Total Logon Attempts Total number of logon attempts Total Logon Attempts/Second Total number of logon attempts per second Total Successful Logons Total number of successful logons Total Successful Logons/Second Total number of successful logons per second Event Log Alarms The alarm generator monitors provisioning activity and writes entries to the event log. The events include provisioning scripts starting and stopping and requests failing. Rather than writing an entry every time a request fails, the Portal plugin summarizes every minute. The default reporting period is one minute; however it can be changed in the minute attribute in plugins.xml. An application called evntwin.exe, which ships as part of Windows, is used to convert the alarms into SNMP traps; see Chapter 9. Administration Guide for Contact Center Management Portal Release 43 7.5(1) 43 9 SNMP CONFIGURATION The Unified Contact Center Management Portal can be configured to produce Simple Network Management Protocol (SNMP) traps. SNMP trapping is a means of monitoring and logging events on the network, such as faults or errors that impact upon provisioning. SNMP trap configuration is a three stage process. Stage 1 - Configure the alarm generator The alarm generator monitors provisioning activity in the Unified Contact Center Management Portal and writes events to the event log, including scripts starting, scripts stopping and requests failing. Stage 2 - Add alarms to the Windows event log To view an example of an alarm: 1. Click Start > Administrative Tools > Event Viewer. The Event Viewer dialog window is displayed 2. Double click on an alarm in the right-hand pane 3. The Event Properties dialog window is displayed in which the alarm properties are detailed To add alarms to the Windows event log: 1. Navigate to the Windows folder /evntwin.exe application and run it. This enables events in the Event Log to be translated out as SNMP traps. Note If evntwin.exe cannot be found, you may not have the Simple Network Management Protocol Windows component installed. Click Start > Add or Remove Programs > Add/Remove Windows Components and look at the details for Management and Monitoring Tools to see if this component is installed. If it is not, check the box to install it and click OK 2. The events are displayed down the right hand side. Select the required events and add them to the top panel list. 3. If you need to configure trap throttling, click Settings on the main window. In the Settings dialog window, select the Apply Throttle radio button in the Trap Throttle panel. 4. Click OK. Stage 3 - Setup the Windows SNMP service 1. Click Start > Control Panel > Administrative Tools and then Services. The Services dialog window is displayed. 2. Right click SNMP Service and select Properties from the drop down list. The SNMP Service Properties dialog window is displayed. This allows the trap destination and SNMP community to be configured. 3. In the Community Name field, enter the name of the community. 44 Administration Guide for Contact Center Management Portal Release 7.5(1) 4. Click Add. A pop up dialog window is displayed. Enter the IP address of the Trap destination. 5. Click OK. Alarms Reference The following sections describe the SNMP traps raised by the Unified Contact Center Management Portal. Alarm Service has Started Meaning This message simply indicates that from this point onwards the Portal will log events to the application log. Occurrence Either the data import service has just been started or the alarms plugin has just been added. The alarms plugin is the subsystem responsible for raising alarms, and it can be loaded dynamically. This event is rare because the service is not regularly restarted and there is no reason to reload the alarm service. Alarm Service has Stopped Meaning This message simply indicates that from this point onwards the Portal will no longer log events to the application log. Occurrence Either the data import service has just been stopped or the alarms plugin has just been unloaded. The alarms plugin is the subsystem responsible for raising alarms, and it can be loaded dynamically. This event is rare because the service is not regularly restarted and there is no reason to reload the alarm service. Customer Script is Online Customer script %1 is online. Meaning %1 is replaced by the script name. This event indicates that the specified script has just been brought online. Occurrence This alarm is raised when a customer configuration script is added or a script is restarted after being taken offline for any reason. Comment This is an important alarm to monitor because in most situations it indicates either a recovery from an earlier problem or an attempted recovery. For example, if connectivity is lost to a customer system, then a Administration Guide for Contact Center Management Portal Release 45 7.5(1) 45 script may be configured to stop so that a failover script can be used. After a specified period of time, the script is restarted in order to reconnect to the customer system. Use The actual script affected is referenced within the event text. Therefore, to use this alarm effectively, the actual text must be scanned in order to discover the script name. Customer Script is Offline Customer script %1 is offline. Meaning %1 is replaced by the script name. This event indicates that the specified script has just been taken offline. Occurrence This alarm is raised when a script is removed or a script is stopped for any reason. Comment This is an important alarm to monitor because in most situations it indicates a problem processing transactions. For example, if connectivity is lost to a customer system, then a script may be configured to stop so that a failover script can be used. After a specified period of time, the script is restarted in order to attempt to reconnect to the system. Use The actual script affected is referenced within the event text. Therefore, to use this alarm effectively, the actual text must be scanned in order to discover the script name. Failed Transactions Provisioning failed %1 transactions for %2 in the last %3 minute(s). Meaning %1 is the number of failed transactions; %2 is the name of the script that relates to the failed transactions; %3 is the period of time over which the failures occurred. It indicates that the specified script is having problems processing transactions. Occurrence The specified script has failed a number of transactions for some reason. Comment This alarm is likely to be raised shortly before the script is taken offline. The tolerance of a script to errors determines the number of these messages to be received before a script is taken offline. 46 Administration Guide for Contact Center Management Portal Release 7.5(1) Use The actual script affected and number of errors is referenced within the event text. Therefore, to use this alarm effectively, the actual text must be scanned in order to discover this information. Timed Out Transactions Provisioning timed out %1 transactions for %2 in the last %3 minute(s). Meaning %1 is the number of timed-out transactions; %2 is the name of the script with the timed-out transactions; %3 is the period of time over which the timeouts occurred. It indicates that the specified script is not receiving responses in a reasonable period of time. Occurrence The specified script has not received replies from the connected system in a reasonable period of time (defined in the script). It will occur in any situation when no response is received from the customer data system in a timely manner, or an incorrectly formatted reply is received. Comment This alarm is likely to be raised shortly before the script is taken offline. The tolerance of a script to errors determines the number of these messages before a script is taken offline. Use The actual script affected and number of errors is referenced within the event text. Therefore, to use this alarm effectively, the actual text must be scanned in order to discover this information. Rejected Transactions Provisioning rejected %1 transactions for %2 in the last %3 minute(s). Meaning %1 is the number of timed-out transactions; %2 is the name of the script with the timed-out transactions; %3 is the period of time over which the timeouts occurred. It indicates that there was not a script available to process the transaction when it arrived at the Portal. Occurrence A transaction was received for a non-existent script (unlikely). A transaction was received and the associated script and failover scripts were all offline. Comment This alarm is only likely to be raised during periods where the customer system is completely unavailable to the Portal. That is to say, both normal and failover scripts have failed and been taken offline and have not yet restarted. Administration Guide for Contact Center Management Portal Release 47 7.5(1) 47 Use Information regarding the actual script affected and so forth is referenced within the event text. Therefore, to use this alarm effectively, the actual text must be scanned in order to discover this information. Trap Guidelines The most important alarms are those that check the state of scripts stopping and starting. Different customer systems have different levels of reliability and therefore, the associated scripts are given different levels of error tolerance. Where errors are rare, the tolerance is low or non-existent and the script is stopped as soon as an error is detected. In this case it is important to detect the script offline event. In the case where the backend system is prone to errors/timeouts then the error tolerance is quite high. It is not that important to pick up the timeout/error events as these are expected, so it is only when the script is offline that truly requires monitoring. 48 MESSAGE IMPORTANCE Alarm service has started Low - Rarely occurs. Does not indicate a problem. Alarm service has stopped Low -See above. Customer script %1 is online High - Indicates that the Provisioning Component is trying to recover from a problem. Customer script %1 is offline High - indicates that the Provisioning Component has taken action due to too many transaction errors. Provisioning failed %1 transactions for %2 in the last %3 minute(s) Medium - useful for checking situation before script restarts, if more information is later required. Provisioning timed out %1 transactions for %2 in the last %3 minute(s) Medium - see above. Provisioning rejected %1 transactions for %2 in the last %3 minute(s) Medium - see above. Administration Guide for Contact Center Management Portal Release 7.5(1) 10 SysMon The System Monitor tool, SysMon, can be used to monitor various aspects of the system such as CPU usage or the running of specified services, and alert the system administrator when certain thresholds for performance are passed. Installing SysMon SysMon is installed from the Management Portal installation CD. You will need to install it on every server you wish to monitor. SysMon can be run either from a console such as DOS, in which case it will output to the console, or by doubleclicking the SysMon.exe file, in which case it will run as a service and output to the debugger. You may need to start the Management Portal System Monitor service in this case. The Configuration File The configuration file is an XML file that tells SysMon what system activities to monitor, and specifies thresholds and methods for alerting the system administrator. This file should have the name config.xml, and be stored in C:\Program Files\Management Portal\SysMon. If SysMon finds no configuration file when it is run, it will supply a default configuration file that includes some basic system monitoring but does not provide email alerts. Configuration The first things to be specified in the configuration file are the number of threads to be used by SysMon, the frequency (in seconds) with which it should check each item to be monitored, and the loggers (such as Exony.SysMon.Framework.Loggers.TraceLogger or Exony.SysMon.Framework.Loggers.ConsoleLogger) to be used. The ConsoleLogger will only be used when SysMon is run from a console. Alerts In the configuration file, a number of alerts are set up. When one of the items being monitored breaches a set threshold, SysMon enacts the specified alert. The alert methods are set up at the beginning of the config file, but the conditions under which they will be used are set up separately for each monitor. To set up an alert, you must specify the name to be used for the alert within the configuration file and the type of the alert, as well as any properties for that alert. Cluster Connection The cluster connection alert modifies the status of the monitored connection in the local Portal database. To set up a cluster connection Administration Guide for Contact Center Management Portal Release 49 7.5(1) 49 alert, specify the alert type to be Exony.Sysmon.Framework.Alerts.ExonyClusterConnectionAlert. A cluster connection alert requires the following property: ExonyDatabase The name of the Portal Database to be updated. If you accepted the default database name, this will be Portal Email To set up an email alert, specify the alert type to be Exony.SysMon.Framework.Alerts.EmailAlert. An email alert requires the following properties: ToAddresses The list of email addresses that messages should be sent to. Addresses should be separated by semicolons (;) SMTPServer The SMTP server to be used FromAddress The email address to be shown in the „from‟ field ReplyTo SysMon cannot accept incoming email, so the ReplyTo address should be set with this in mind Subject The subject of the email. This supports property insertions, such as the monitor the message concerns PriorityHigh The email messages sent will be high priority if the monitor is in the listed states. States should be separated by semicolons (;). This defaults to Error PriorityNormal The email messages sent will be normal priority if the monitor is in the listed states. States should be separated by semicolons (;). This defaults to Warning PriorityLow The email messages sent will be low priority if the monitor is in the listed states. States should be separated by semicolons (;). This defaults to Ok Body The message text. This supports property insertions, such as the message specified by the monitor, or {data} to include any extended details supplied by the monitor. You can change the locale for the message by adding a colon and a locale following the message property. For example, {Message:en-US} would send the US English message (if set) for a particular monitor. The locale does not have to be ISO compliant, but must correspond to the locale set for the message If necessary, you can set up a different email alert for each locale. Event Log To set up an event log alert, specify the alert type to be Exony.SysMon.Framework.Alerts.EventLogAlert. There are no properties to be configured for this type of alert. File The rolling file alert writes files to a directory, including information on date/time, the name of the monitor, the result, and the message. It is recommended that messages for rolling file alerts not make use of the 50 Administration Guide for Contact Center Management Portal Release 7.5(1) {data} property, as this can cause files to become very large. To set up a rolling file alert, specify the alert type to be Exony.SysMon.Framework.Alerts.RollingFileAlert. A rolling file alert requires the following properties: Directory The location in which the files will be created DatePattern How the date/time information is to be rendered in the file. For example, a DatePattern of yyyyMMdd_hh00 would render 15:32:36 on 21 November 2007 into 20071121_1500 FileExtension The extension to be used for the finished file, for example txt. While a file is being written, its extension will always be tmp Interval The number of seconds to pass before creating a new file. For example, 3600 creates a new file every hour MaxFileCount The number of files after which the oldest will start being deleted MaxDaysToKeep The maximum number of days to keep files for. Files will be deleted once they have exceeded this age Monitors A monitor must be configured for each system item you wish to monitor. To set up a monitor, you must specify: name The name to be used within the configuration file for the monitor type The type of the monitor. The available types are specified under the individual monitor sections below minInterval The normal minimum time (in seconds) between successive checks of the item being monitored minWarningInterval The minimum time (in seconds) between successive checks when the item is in Warning state minErrorInterval The minimum time (in seconds) between successive checks when the item is in error state properties The properties that can be set for each type of monitor are listed in the individual monitor sections below messages Lists the messages that are to be sent to the alerts severity The state (Ok, Warning or Error) that the specified message is to be used for locale Sets the different locale messages to be used within each Severity. This need not be ISO compliant, but must correspond to the locale set in the alert by which it will be used alerts Determines which of the alerts previously set up are to be used, and under what circumstances name The name of the alert, as specified when the alert was set up Administration Guide for Contact Center Management Portal Release 51 7.5(1) 51 thresholdError The number of errors that must occur before the alert is invoked. 1 will invoke the alert each time an error is received (unless the number of seconds specified in the IntervalError has not passed since the last invocation), 0 will never invoke the alert. See also durationThresholdError thresholdWarning The number of warnings that must occur before the alert is invoked. 1 will invoke the alert each time a warning is received (unless the number of seconds specified in the IntervalWarning has not passed since the last invocation), 0 will never invoke the alert. See also durationThresholdWarning thresholdOk The number of checks during which the item is in Ok state that must occur before the alert is invoked. 1 will invoke the alert each time an OK is received (unless the number of seconds specified in the IntervalOk has not passed since the last invocation), 0 will never invoke the alert. See also durationThresholdOk intervalOk The interval between successive alerts when the item is in the OK state intervalWarning The interval between successive alerts when the item is in the Warning state intervalError The interval between successive alerts when the item is in the Error state resetWarningsOnOk The number of times an OK state must have been received before the number of warnings will be reset. By default, this is 1 resetErrorsOnOk The number of times an OK state must have been received before the number of errors will be reset. By default, this is 1 durationThresholdWarning The duration (in seconds) the monitor must have been in a Warning state before the alert is invoked. See also thresholdWarning durationThresholdError The duration (in seconds) the monitor must have been in an Error state before the alert is invoked. See also thresholdError durationThresholdOk The duration (in seconds) the monitor must have been in an OK state before the alert is invoked. See also thresholdOK CPU Usage To set up the CPU usage monitor, specify the monitor type to be Exony.SysMon.Framework.Monitors.CPUMonitor. A CPU monitor requires the following properties: 52 CPU The CPU to monitor. The default is All Period The number of seconds of data the CPU usage is to be averaged over. This must be more than 0 WarningThreshold The percentage of CPU usage over which a warning will be issued Administration Guide for Contact Center Management Portal Release 7.5(1) ErrorThreshold The percentage of CPU usage over which an Error will be issued. This should be greater than the WarningThreshold Disk Fragmentation To set up the disk fragmentation monitor, specify the monitor type to be Exony.SysMon.Framework.Monitors.DiskFragmentationMonitor. A disk fragmentation monitor requires the following properties: Disk The disk to monitor, such as C: Disk Space To set up the disk space monitor, specify the monitor type to be Exony.SysMon.Framework.Monitors.DiskSpaceMonitor. A disk space monitor requires the following properties: Disk The disk to monitor, such as C: WarningThreshold The number of MB free under which a warning will be issued ErrorThreshold The number of MB free under which an error will be issued. This number should be lower than the WarningThreshold Performance Counters To set up the performance counter monitor, specify the monitor type to be Exony.SysMon.Framework.Monitors.PerformanceCounterMonitor. A performance counter monitor requires the following properties: Counter The performance counter to monitor Category The performance object the counter belongs to, such as Data Gateway Period The number of seconds the measurement is to be averaged over. This can be set to 0 for an instantaneous measurement Trigger Whether the alerts will be invoked by values Above or Below the thresholds WarningThreshold The number above or below which (see Trigger) a warning will be issued ErrorThreshold The number above or below which (see Trigger) an error will be issued Replication To set up a monitor for SQL Server replication, specify the monitor type to be Exony.SysMon.Framework.Monitors.ReplicationMonitor. A replication monitor requires the following properties: Server The name of the SQL Server to monitor. This will normally be localhost DistributionDatabase The name of the distribution database to monitor IntegratedSecurity Whether to use Windows authentication (true) or SQL Server authentication (false) Administration Guide for Contact Center Management Portal Release 53 7.5(1) 53 Username SQL Server username (such as sa) Password SQL Server password Services To set up a monitor for a specific service, specify the monitor type to be Exony.SysMon.Framework.Monitors.ServiceMonitor. A service monitor requires the following properties: Service The name of the service to monitor RequiredState Whether the service should be Running or Stopped SQL Connection To monitor the state of an SQL Server connection, specify the monitor type to be Exony.SysMon.Framework.Monitors.SQLConnectionMonitor. An SQL connection monitor requires the following properties: Server The name of the SQL Server to monitor Database The name of the database to monitor. This will usually be Portal TestTable You may optionally specify a table for the monitor to attempt to select a row from. If this row cannot be selected, an error will be reported IntegratedSecurity Whether to use Windows authentication (true) or SQL Server authentication (false) Username SQL Server username (such as sa) Password SQL Server password SQL Query To monitor the result of a stored query on an SQL server, specify the monitor type to be Exony.SysMon.Framework.Monitors.SQLQueryMonitor. An SQL query monitor requires the following properties: ConnectionString The string to use to connect to the SQL server, such as: Password=!Password1;User ID=sa;Initial Catalog=Portal;Data Source=CCMPSERV01 54 StoredProcedure The name of the stored query to execute. This query must output an integer Trigger Whether the alerts will be invoked by values Above or Below the thresholds WarningThreshold The number above or below which (see Trigger) a warning will be issued ErrorThreshold The number above or below which (see Trigger) an error will be issued Administration Guide for Contact Center Management Portal Release 7.5(1) 11 INDEX A Administrator Host ...................................................... 11 Advanced Mode ........................... 14 Agent ............................................ 18 Agent Team .................................. 20 Alarm ............................................ 42 Alarm generator ............................ 41 Alert .............................................. 46 Cluster connection ................................ 46 Email .................................................... 47 Event log .............................................. 47 File ....................................................... 47 Application Component ..................8 Application Server .................. 26, 27 Argument Exception ..................... 23 Audit ............................................. 24 History .................................................. 24 Audit Report ................................. 24 B Backup .......................................... 34 Bulk upload .................................. 21 Delete Confirmed ...................29, 30 Delete Pending ........................29, 30 Description ...................................16 Dialed Number .............................20 Dimension................... See Resource Disk fragmentation monitor ..........50 Disk space monitor .......................50 Domain Login Name ....................19 Domain User Name ......................19 E Edit Filter ......................................24 Email alert ....................................47 Enterprise Name Already Exists ...23 Enterprise Skill Group ..................20 Error..................................22, 23, 31 Resource State ...................................... 29 Event log .......................................41 Alert...................................................... 47 Example ........................................22 Excel .............................................16 Exony.Reporting.Application.Server .exe.config ................................12 F C Call Error Rate.............................. 39 Call Reject Rate ............................ 39 Call Request Rate ......................... 39 Call Timeout Rate ........................ 39 CallManager ................................. 29 Cluster connection alert ................ 46 Comma Separated Value ... See CSV ConAPI ......................................... 29 Configuration................................ 46 Configuration Manager ..................9 Corrupt CSV file .......................... 16 CPU usage monitor....................... 49 CSS ............................................... 23 CSV .............................................. 16 D Data Import Component .... 8, 26, 27, 34 Database ................................... 8, 26 Backup and Recovery ........................... 34 Codes .................................................... 30 Sides ..................................................... 35 Database Server ..............................8 Failed transactions ........................43 Failover .....................................8, 44 Failure .....................................22, 23 File alert ........................................47 Format Exception .........................23 G Gateway ................. See Provisioning Component GROUP_ID ............................36, 37 Groups ..........................................15 H History tab ....................................24 Host administrator ........................11 Host Administrator ...................9, 10 I ICM ............................................... 9 Idempotent ..............................28, 29 IIS See Internet Information Services Manager Administration Guide for Contact Center Management Portal Release 55 7.5(1) 55 Importance Prefix ............................................10 Alarms .................................................. 45 Create ................................................... 10 Edit ....................................................... 11 Importer ........................................ 35 Incoming ....................................... 19 Internet Information Services Manager ............................. 12, 13 IP address ..................................... 42 IPTA ............................................. 20 Priority ..........................................11 Privileges ......................................14 Provisioning ..............................9, 15 Provisioning Component ........39, 41 Publisher .......................................35 L R Log ............................................... 40 Ready ......................................28, 30 redirect401.htm .............................12 Rejected transactions ....................44 Remote Agent ...............................20 Replication ....................................37 Application ........................................... 42 Event .................................................... 40 Login ............................................ 11 Login Name Already Exists ......... 23 Monitor (SysMon) ................................ 50 M Member attributes ......................... 16 Microflow ............................... 27, 29 Microflows ................................... 31 Monitor ......................................... 48 CPU usage ............................................ 49 Disk fragmentation ............................... 50 Disk space ............................................ 50 Performance counters ........................... 50 Replication............................................ 50 Services ................................................ 51 SQL connection .................................... 51 SQL query ............................................ 51 N NETBIOS ..................................... 19 No Capacity Left .......................... 23 No Identity Available ................... 23 Reporting Period ...........................40 Reporting Services ......................... 8 Reports..........................................24 Required? ......................................16 Resource State ...................................................... 30 Restart ...........................................34 S Script ............................................42 Security ................. 13, 14, 15, 19, 22 Security Exception ........................23 Security Manager ....................13, 15 SERVER_ID.................................37 Service ..........................................34 Service Level Threshold ...............20 Service Level Type .......................21 Services.........................................12 Monitor ................................................. 51 O Offline .................................... 43, 44 Online ........................................... 42 Outgoing ....................................... 19 Outstanding Calls...................................................... 39 P Pass phrase ................................... 18 Password ....................................... 14 Path ............................................... 21 Perfmon ........................................ 39 Perfmon ........................................ 40 Performance counters Monitor ................................................. 50 Performance Counters Scheduling ............................................ 40 Peripheral Number........................ 18 56 Single Sign On ..............................11 Configuring VIM authentication........... 12 Host administrator ................................ 11 Users ..................................................... 13 Skill Group ...................................20 SNMP Service ..............................41 SNMP Traps ..................... 40, 41, 45 SQL connection monitor ..............51 SQL Exception .............................23 SQL query monitor .......................51 SSO .................... See Single Sign On State ..............................................27 Resource ............................................... 32 State Trace ....................................18 Supervisor .....................................18 Synchronize ...................... 28, 30, 31 IPCC ....................................................... 9 SysMon .........................................46 Alert...................................................... 46 Configuration........................................ 46 Administration Guide for Contact Center Management Portal Release 7.5(1) Monitor ................................................. 48 System Manager ......... 10, 15, 21, 24 Total Processor Stops ...................40 Trap Throttling .............................41 T U Template ....................................... 16 Tenant .............................................9 User Interface ...............................30 User types ...................................... 9 User Variable ................................21 Users .............................................15 Equipment ............................................ 10 Tenant Administrator................ 9, 13 Tenant User ....................................9 Throttling ...................................... 41 Timed out ..................................... 44 Timeout ..................... See Timed out Total Call Errors ........................... 39 Total Call Requests....................... 39 Total Call Timeouts ...................... 39 Total Calls Rejected ..................... 39 Total Processor Starts ................... 39 Single Sign On...................................... 13 W Web Application Server ................ 8 Web Server ...........................8, 9, 26 Wrap up ........................................19 Administration Guide for Contact Center Management Portal Release 57 7.5(1) 57